I currently use JIRA for call center ticketing. We resolve issues but sometimes the customer sends in an email after the ticket is resolved. I need to monitor tickets for this so we do not miss an issue. I am currently using an advance search to locate these tickets, but the script seems in affective. I wonder if anyone might have a better script I can use or know why the script I use does not pull every ticket that has been updated after being resolved.
project = CUSTOMER AND issueFunction in dateCompare("", "resolutionDate < lastCommented") ORDER BY updated DESC
So I am looking at my project, and then asking for a comparison between the resolution date and the last commented time, and a sort after that. I know I am missing something or that a better or different way exists to find all the tickets that get updated after we resolve them.
Any ideas and help is much appreciated.
I've seen cases where in JQL function if you don't type the field name absolutely the same it won't work fine - even the capitalization. I have a similar example that works for me.
One additional note: Each time a comment is posted or any other change the "updated" date is being changed and for me this is more robust way to detect changes that lastCommented.
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